Jeffrey A. Chandler
North Las Vegas,Nevada
Summary
Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.
Overview
10
10
years of professional experience
Work History
Supervisor - Member Services & Eligibility
Teachers Health Trust
Las Vegas, Nevada
10.2025 - Current
- The Supervisor provides daily oversight and guidance for the Member Services and Eligibility team. This role insures accurate and timely processing of enrollments, error resolutions, and member support activities. The Supervisor manages day-to-day operations, coaches staff for high performance, and partners with management to improve processes and meet service-level goals
- Responsibilities/Duties:
- Team Leadership & Operations
- Monitor team schedules and manage coverage for inbound calls, virtual appointments, and in-office representatives.
- Oversee completion of team tasks to ensure tickets, enrollments, shared inboxes, and front desk responsibilities are up to date and meet established deadlines.
- Provide support on special projects (e.g., CCSD summer duals, file clean-up initiatives) as directed by the Manager.
- Conduct 1:1 meetings to review team performance and provide feedback.
- Coordinate with payroll contacts to track CCSD payroll timelines and communicate HCM opening/closing dates to the team.
- Quality & Coaching
- Conduct quality assurance reviews of member phone calls; provide coaching and feedback to representatives.
- Address escalated member issues and resolve complex inquiries.
- Coach team members on eligibility accuracy, including monitoring daily eligibility error dashboards and vendor error files (e.g., Cigna).
- Provide guidance and support for ongoing employee training and completion of required learning modules (e.g., Trainual).
- Process & Compliance Management
- Monitor and resolve 834 and other error reports to ensure accurate and timely file loads.
- Oversee COBRA tracking and retirees' enrollment processing, ensuring compliance with internal and regulatory requirements.
- Ensure team adherence to policies and procedures, updating documentation as needed.
- Collaboration & Communication
- Partner with management to identify opportunities for process improvement and to plan next-level departmental priorities.
- Serve as a liaison with vendors and internal departments regarding eligibility, payroll timelines, and member services processes.
- Provide regular status updates and key metrics to leadership.
Member Services, Lead | Eligibility Specialist
Teachers Health Trust
Las Vegas, NV
04.2022 - Current
- As a member service lead, I lead the team to objectives for addressing member inquiries. Create and implement strategies to achieve high-quality standards for our members (teachers). Cultivate strong communication regularly with our members and develop a full understanding of members’ interests, needs, and objectives. By doing so, keep membership records and update member health plan with the trust.
- Assisted teams in completing projects on schedule and within budget. Supported project planning and execution to meet objectives. Collaborated with colleagues to streamline processes and improve efficiency.
- The role involves overseeing the day-to-day operations of the member advocacy team and coaching team members to meet performance targets and deliver excellent customer service.
- Responsibilities include serving as the primary point of contact for customers with complex issues, taking ownership of cases, and ensuring timely resolution.
- Acting as a liaison between the member advocacy team and other departments to align on initiatives and strategies.
- Monitoring customer feedback and identifying opportunities for improvement, with recommendations to enhance the customer experience.
- Developing and implementing training programs for new hires and ongoing development for existing team members to improve advocacy skills and knowledge.
- Handling escalations and resolving customer complaints in a professional manner while adhering to company policies.
- Ensuring customer satisfaction is maintained throughout the resolution process.
- Collaboration with various departments such as Analytics, Accounting, and Healthcare Delivery is essential for alignment on advocacy initiatives.
- Overall, the focus is on enhancing customer experience through effective team management, training, and resolution of complaints.
- Evaluated eligibility for health benefits based on program guidelines and member documentation.
Medical Office Specialist
UHS/Las Vegas Medical Group
Las Vegas, Nevada
12.2020 - 03.2022
- The primary role is handling the flow and scheduling for the provider in the practice. Schedule the new patient, follow-up, nurse visit and lab appointments. Had all incoming and screen for provider. Take detailed notes and be vigilante on what is high importance. Keep track of all provider schedule flow time management as well as normal daily activities throughout the medical office.
- Job Responsibilities:
- Maintain provider schedule throughout week
- Check-in/ reschedule patient
- Answer multi line phone
- Collection of co-pays, co-insurance and deductibles
- Patient registration (accurate data entry)
- Assists with verification of insurance and obtaining authorization
- Confirmation of next day appointments
Patient Service Representative I
Health Images
Westminster, Colorado
01.2016 - 07.2020
- Supports Patient Services team by performing administrative tasks such as answering phones and data entry. Assists with scheduling patient's appointments and may obtain referrals and authorizations. May verify patients insurance and coverage, receives payments from patients, and issues receipts. Prepares patient chart for medical staff.
- Job Responsibilities:
- Answering phones
- Check-in/out of scheduled patients
- Collection of co-pays, co-insurance and deductibles
- Work the Schedule Ready/Attempted queues
- Patient registration (accurate data entry)
- Assists with verification of insurance and obtaining authorization
- Scheduling and confirmation of appointments
- Assist with medical records
- Assist technologists and radiologists where needed
Education
Administrative Medical Assistant - Post-Secondary
Milan Institute/ Academy of Healing Arts
Las Vegas, Nevada01-2011
High School Diploma plus Certification - High School
C.E.P/Ranum
Denver, Colorado01-1998
Stage Lighting Certification - undefined
Red Rocks Community College
Lakewood, Colorado01-1997
Skills
- Administrative Assistant
- Staff management
- Customer service
- Microsoft Word/Works
- Microsoft Windows
- Power Point
- Outlook
- Lotus Notes
- QuickEMR
- Typing 48wpm
- 10key by touch
- Data Entry Alpha/Numeric
- Training/Quality Control
- Recruiting
- Ambra Medical Rec
- I-Heal
- Cash Handling
- Management
- CPR Certification 2020
- Administrative Medical Assistant
- Enterprise RIS
- Med soft
- Meditech
- Training and mentoring
Timeline
Supervisor - Member Services & Eligibility
Teachers Health Trust
10.2025 - Current
Member Services, Lead | Eligibility Specialist
Teachers Health Trust
04.2022 - Current
Medical Office Specialist
UHS/Las Vegas Medical Group
12.2020 - 03.2022
Patient Service Representative I
Health Images
01.2016 - 07.2020
High School Diploma plus Certification - High School
C.E.P/Ranum
Stage Lighting Certification - undefined
Red Rocks Community College
Administrative Medical Assistant - Post-Secondary
Milan Institute/ Academy of Healing Arts